Agent interaction history in GAD

[Boy]

Hi.
I think all who use Genesys Agent Desktop, have the same question from customer – how to find interactions what agent just processed.
We are planning GAD customization to add this interaction history by agent (like it is in Interaction Workspace). I spend a lot of time reading AIL java API reference, but did not found any methods for retrieving this info from UCS.
Is it possible using AIL? Any ideas how to do this?

Thanks.

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[ledge]

Don't know about the AIL and customizing GAD, but I got around this by writing details to a custom DB table for all interactions that target or are sent by an agent (includes email address, time, Interaction ID, agent ID and some other custom data), then each day a shell script runs a query, saves it to csv and emails the interactions for the previous day to the customer.

You could have something that queried that DB table directly for real time reporting of the interactions.

[René]

Hi Boy,

AIL doesn't support such query IMHO so direct query to UCS db would be the only solution. Unfortunately.

R.